Return Policy Rules

Last Updated: May 16, 2024

A policy rule is a combination of a resolution and a return method. You can modify policy rules by adding eligibility conditions and operational settings such as fees and automations. 

Creating or Configuring a Policy Rule

To set up and manage policy rules: 

  1. Go to Settings > Return Policy. 
  2. Click ADD RULE to create a new policy rule.
  3. Alternatively, click EXPAND ALL to configure an existing policy rule.

4. Click the pencil icon on the right of the policy rule to configure it. 

5. Set up and configure the following: 
    • Policy Rule Details 
    • Policy Rule Eligibility
    • RMA Handling Process
    • Additional Payments

6. Toggle the Activate Policy Rule switch to enable or disable the policy rule.
7. Click on the save icon to save your changes.

Completing the Policy Rule Details

The policy rule details contain the identity, resolution, and return method for the policy rule. 

  1. Click EXPAND ALL or DETAILS to edit the Details section. 

2. Enter a policy name, which will be visible to both you and to your customers in the portal. It can help you distinguish between policy rules and give you insights into what makes the policy rule unique or which use cases it applies to. Here are some examples for reference: 
    • Variant Exchange (US)
    • Variant Exchange (international)
    • Refund (item is damaged)
    • Refund (changed my mind)
    • Refund (all other reasons)
3. Select the resolution that applies to this policy from the drop-down as defined in Resolutions.
4. Select the return method that applies to this policy from the drop-down as defined in  Return Methods

5. Toggle Require Customers to Validate Address  to require customers to provide their address before the RMA will be created. 
6. Toggle ZIP Code Field is Mandatory to require customers to include the zip code of the address which they have provided. 

Note: This option is only available if you require customers to validate their address.

Setting up the Policy Rule Eligibility

The Eligibility section lets you specify which customers, orders, and situations are eligible for this policy rule. You can enable one or more at a time. 

  1. Open the Eligibility section. 

2. Toggle the relevant eligibility condition type to enable it.

3. Open the relevant eligibility condition type to configure it. 

    4. Select if this condition will give or remove eligibility for this policy rule.
      5. Click
    6. Click the trash icon to delete an existing condition. to add a new eligibility condition.
    7. Click the pencil icon to the right of the condition to configure.

    8. Select an option applicable to the condition from the drop-downs. 
      9. Fill in the required field/s with appropriate information to complete the condition.
Learn more about the Return Eligibility Conditions.
    10. Click the check mark to save the changes. 
    11. Alternatively, click the x icon to discard the changes.  

Configuring the RMA Handling Process

Automation and reservation of items are configured in RMA Handling Process section. Follow the steps below:

  1. Open the RMA Handling Process section.
  2. Set Approval Process to MANUAL for manual approval and AUTOMATIC for auto-approval.
  3. Set Exchange Process to MANUAL to manually process exchanges and AUTOMATIC for auto-exchange
  4. Set Refund Process to MANUAL to manually process refunds and AUTOMATIC for auto-refund
  5. Set Mark as Done to MANUAL to manually set the request as Done and AUTOMATIC for auto-mark as done.

6. Toggle Reverse Items for Exchanges to enable this feature. Refer to Reserve Items for more info and configuration.  

Setting up Additional Payments

You can define additional fees for exchanges and returns in the Additional Payments section. 

  1. Open the Additional Payments section.
  2. Select CHARGE ADDITIONAL FEES FOR THIS POLICY RULE from the Fees drop-down to configure which fees to charge, which fee to add tax to, and how to calculate the tax as defined in the return fees guide. 

3. Select DO NOT CHARGE ADDITIONAL FEES FOR THIS POLICY RULE or WAIVE ALL FEES IN THE RMA if no additional payments are needed for this policy rule.  

4. Select an option from the Display drop-down to choose how your website displays the free-of-charge indication.  

Aligning Policy Rules

When setting up your ReturnGO policy rules, consider how different rules might interact. Alignment between your policy rules is key to ensuring a smooth return experience and achieving your desired outcomes.

Multiple policy rules can apply to a single return request, and their conditions might overlap. Without proper alignment, these overlaps could lead to unintended consequences. When creating new rules, make sure they do not contradict existing ones or create loopholes in your policy.